Frequently Asked Questions
I have sent my ID. What is next?
As long as your credit card payment went through, we send self check-in instructions 2-3 days before arrival with your room number and the keypad codes to enter the property. In case you are booked for tonight, it may take a few hours to receive your check-in instructions, or you may call +44 (0) 7401 224 410. We may also send information via SMS shortly before arrival, so please be sure you have the correct phone number on your reservation.
How do I check in?
You will find the building entrance door code and your room number in the check-in instructions e-mail and SMS. Use the door code to enter the building and your check-in instructions will also include a code to access your room. Dependent on which property you are staying in, your code will either give you access to a lockbox outside your door with the key to your room, you can keep this key for the duration of your stay to access your room, or you will have the code to an electronic keypad which, once entered, will give you access to your room. If you need assistance please call us anytime. We have housekeeping staff in the building until 4 pm every day, and maintenance can go upon request.
Why I have been charged if I can still cancel my reservation free of charge?
If you have a reservation and the policy says ‘’The payment may be charged at any time’’ then you have been charged to guarantee your reservation. If you cancel within your free cancellation time we will refund the full amount immediately.
I was charged a few pounds more than I was supposed to!
The Cleaning Fee in some cases is charged separately from the room amount if you have a reservation via booking.com. It is usually £10 or £15 and it is mentioned in your booking payment process. If you have any questions about this fee, please call booking.com directly and they will be glad to help!
My card was declined. Can my reservation be cancelled?
Unfortunately yes, if you don’t update your card details this may happen because the reservation can’t be guaranteed with an invalid credit card.
Our arrival is late! Is it okay to arrive after check-in time?
No problem! Just follow the instructions from the confirmation email. We still recommend to let us know via email.
I have to leave very early in the morning, is it okay?
Definitely. Just leave the key where you found it when you arrived. We also appreciate if you just inform us via email or let our reception know when you leave.
May I request an early check-in?
Early check-in is possible after 1pm but please let us know via email at least 2 days before arrival so we can prepare your room earlier. You will find the prices on your check-in instructions.
May I request a late checkout?
Unfortunately, our check-out time is at 11 am and we have to prepare the room for another guest but you can leave your luggage at our property until 3 pm and you can pay in cash to the housekeeper. You will find the prices on your check-in instructions.
What is the process if I want to leave my luggage before check-in or after check-out?
A member of staff will be at the property before check-in and after check-out. For your convenience, we recommend to let us know in the advance via email.
We provide self-catering rooms, what does that mean?
This means we don’t provide any food on site. We are able to offer rooms with a full kitchen if this is something you require.
Are bed linen and towels provided?
Yes, bed linen and towels are provided.
Still have a question?
Call +44 (0) 7401 224410 or e-mail firstname.lastname@example.org